Senior Customer Success Manager

As Customer Success Manager you will be a key contributor to the success of Odaseva. You are part Project Manager, Consultant, Product Expert and cross-stream Quarterback. Our Customer Success Managers main goal is to ensure the success of our customers based in EMEA leading towards increased adoption, retention, customer satisfaction and ultimately, the expansion of the Odaseva footprint. Your responsibilities will include: Strategic Advisory & Leadership: Act as the trusted advisor and primary point of contact for all our customers, including those on Success Plans, driving product adoption and overall satisfaction. Build Executive Relationships: Cultivate relationships built on trust and technical credibility, engaging effectively with executives, administrators, and architects to deeply understand and address their Data Governance and Security needs. Product Expertise & Vision: Stay at the forefront of Odaseva Platform enhancements and industry trends, leveraging your deep product knowledge to be a relevant and impactful resource for your customers and peers. Key Account Onboarding & Acceleration: Lead the comprehensive onboarding process for our key customers, ensuring a seamless transition and accelerating their journey to achieve maximum value from their investment in Odaseva technology. Complex Use Case Resolution: Serve as the main point of contact for your customers, sharing profound technical knowledge to address complex data governance and security use cases. Risk Management & Escalation: Act as the primary escalation point, proactively identifying and driving initiatives to manage accounts at risk ("red accounts") and ensuring timely, effective resolution. Voice of the Customer: Champion customer feedback internally, collaborating with product, engineering, and sales teams to drive relevant enhancements, new features, and process improvements that elevate our technology, support, and overall customer experience. Cross-Functional Collaboration: Mobilize and coordinate other Odaseva resources across the organization to maximize customer satisfaction and ensure comprehensive support. Growth & Expansion: Engage directly in renewal and upsell conversations alongside designated Sales team members, actively contributing to the expansion of the Odaseva customer footprint. Knowledge Sharing & Enablement: Share your deep technical knowledge with the broader CSM / CST organization through regular enablement sessions, contributing to our collective expertise. Content Development: Participate in the creation of meaningful content to enrich our Knowledge Base and overall documentation, empowering both customers and internal teams.